IntroductionThis chapter focused on the background of the study. It briefly outlined the problem statement, objectives and research questions. It also explained the scope and significance of the study. Background of the StudyKenya's telecoms industry is experiencing profound changes, as is the rest of the world. In comparison, mobile telecommunications systems are rising more rapidly than fixed networks. By 1992, there were around 200 mobile operators around the world, but there were more than 600 by the end of 2001. By the end of 2001, more than 940 million internet phones were in service worldwide, compared to just over one billion fixed telephone lines in 2016. Moreover, Kenya had a total 3,749million mobile subscribers in Kenya at the end of 2016, accounting for in a penetration ratio of approximately 80%. Total mobile subscribers have risen to 3,948million at the end of 2017) from 7.27 million at the end of 2006 (CAK, 2015). The mobile market in Kenya is divided into three network operators-Safaricom, Bharti Airtel (which was Zain), and Kenya Telkom (Helios was Orange/France Telecom). In late 2014, Essar Telecom Kenya (known as the Yu brand) with its business assets broken up between Safaricom and Airtel and its subscriber base was later released. Kenya is now in its hands.